Zingtree Tags: desk.com

Besides being a well designed, elegant, simple-to-use help desk system that is easy to learn and configure, Desk.com is also great for Call Center use – both inbound and outbound – and is a natural platform for launching Interactive Call Center Scripts created with Zingtree.

Using Agent Scripts in Desk.com

Within Desk.com you can load a script from any Case using the Integration Links at the top of the page.

This loads your custom Zingtree Agent Script in a new browser tab.

Cool feature: One of the best things about using Zingtree with Desk.com is that the last viewed page and the history of the interactions with the script are saved with each ticket. So if a customer calls back, or a call is transferred to another agent, the script will be in the same place as it was left previously.

Please note: This is only available in the Next Gen interface in Desk.com.

How to Set Up Zingtree Call Center Scripts in Desk.com

You will need to create a custom Integration URL within Desk.com as follows:

Create a tree in Zingtree, and note the nine digit Tree ID. (You can use 628045351 as a demo.)

Log into desk.com, or create a free account if you haven’t yet done so.

Go to the Admin dashboard.

Click Cases, Integration URLs.

Enter “Zingtree” as the Name, and select New Browser Window as the Open Location.

Add a URL like this, substituting the Tree ID into both places with #########:

In your Zingtree scripts, enter #NAME# and #COMPANY# wherever you want the name and company to appear.

Advanced Display Options

When using the Publish tool in Zingtree, go to the Advanced Hosting Options under Have Zingtree Host your Tree. You can experiment with adding different styles and button options to the URL you will use with Desk.com.